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SME-CX-Multi Channel Helpdesk

SME-CX-Multi Channel Helpdesk

Cognizant

2 - 6 years

0 Lacs

haryana

Posted:10 hours ago| Platform: Shine logo

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Skills Required

digital marketing optimization customer support data analysis communication skills relationship building process improvement google adwords certified google ads billing policy campaign strategy active listening

Work Mode

On-site

Job Type

Full Time

Job Description

As a candidate for the position, here is what you can expect: Role Overview: You will be responsible for serving as a trusted advisor to clients, providing expert guidance on Billing methods, Policy disapprovals, Campaign strategy, optimization, and best practices. Additionally, you will support Real-Time internal teams, handle escalated customer issues, and provide 24/7 support to agents for timely and accurate resolution. Your role will involve deep diving into client campaign data to identify performance opportunities and areas for improvement. You will also need to stay updated on the latest Google Ads features and product updates to translate them into actionable strategies for clients. Furthermore, you will be expected to identify and document best practices from consult data specifically relevant to Platinum clients, share knowledge internally, and maintain expertise in the digital advertising landscape. Key Responsibilities: - Serve as a trusted advisor to clients, offering expert guidance on Billing methods, Policy disapprovals, Campaign strategy, optimization, and best practices. - Support Real-Time internal teams, handle escalated customer issues, and provide 24/7 support to agents for timely and accurate resolution. - Dive deep into client campaign data to identify performance opportunities and areas for improvement. - Act as a client-facing role in case of escalated issues and ensure complete closure. - Stay updated on the latest Google Ads features and product updates, translating them into actionable strategies for clients. - Identify and document best practices from consults data relevant to Platinum clients. - Share knowledge internally on the latest Google Ads features, updates, and best practices. Qualification Required: - Graduation from any stream is required. - Google Adwords certification is a must. - 2+ years of experience in digital marketing with a strong focus on Google Ads. - Proven track record in managing complex Google Ads campaigns for large or enterprise-level clients. - In-depth knowledge of Google Ads features, functionalities, and best practices across all campaign types. - Experience in customer-facing support roles in phone, chat, and email channels. - Passion for staying up-to-date on the latest Google Ads developments and industry trends. - Excellent analytical skills with the ability to interpret complex campaign data and identify trends. - Strong communication skills to explain technical concepts clearly. - Experience collaborating with clients at a strategic level and building strong relationships. - Understanding of advertisers" needs and behavior. - Ability to identify and prioritize process improvement opportunities. - Active listening skills to understand customer needs effectively. Please note that the above summary is based on the provided job description.,

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SME-CX-Multi Channel Helpdesk